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Beyond the Filing Cabinet: Appreciating the Value of Consumer Service Records

A National Teleconference & Webcast Thursday, September 3, 2009

3:00 PM – 4:30 PM EDT

Presented by:Shari Coatney

Lou Ann KibbeeMary Reynolds

CIL-NET presents…

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Today’s Discussion

Describe the benefits of good consumer recordkeeping and reporting

Identify tips and strategies for streamlining recordkeeping and reporting process

Explain how to establish rapport with consumers for more recordkeeping success

Describe strategies for using good data for successful marketing and planning

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What is a CSR?

Consumer Service Record Collects Data

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Why Are CSRs Important?

Supports consumer’s planning and progress

Proves what you do Tracks data for Government Supports you in a grievance Used as a tool for audits

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Simplifying Process - Reduce Drudgery

Packet with all necessary forms Intake form with demographics Independent Living Plan (ILP) & ILP waiver forms

Grievance procedure form including CAP information

Voter registration form HIPPA Release form

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Simplifying Process – Reduce Drudgery, contd.

Carrying extra release forms and ILPs for ongoing supports

Ongoing activity logs – tracking of goals

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Tips and Strategies

Train staff to know how to explain to consumers why we need information

Do not get hung up if consumer does not want to provide some information

Federal law requires HIPPA form Importance of confidentiality – protects

the organization and staff as well as the consumer

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Tips and Strategies, contd.

Do paperwork while with consumer

Take notes so both parties know what is expected of them

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Tips and Strategies, contd.

Consumer logs will be easier if you complete them while with the consumer Promotes trust with consumer – makes

them feel important to you Promotes honesty and trust with

consumer

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Questions and Answers

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Establish Rapport With Consumer

Train staff on how to build trusting relationship with consumer

Stay real Do not present yourself above the

consumer Be honest – if you do not know an

answer, admit it and get back to them

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Value & Rationale for Writing Down Goals/Objectives/Plans

Consumer and staff understand what to expect from each other Do not make assumptions about

consumers’ abilities Review plan at the end –

summarize meeting Provide contact information

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Value & Rationale for Writing Down Goals/Objectives/Plans, contd.

Most consumers know what they want, just not how to get there

Listen for awhile so you are clear on what they want

Consumers’ needs are an emergency to them – Do not make them feel unimportant

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Value & Rationale for Writing Down Goals/Objectives/Plans, contd.

CILs are empowerment organization – Need to give people the power to fulfill their dreams and wishes

Celebrate success with consumers on every step so they do not get discouraged

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ILP & ILP Waiver

Required to have a written ILP or an ILP waiver

Consumer choice to write plan or waive it

Staff should explain to the consumer why having a written plan is good

Need to develop a plan or steps to reach the goal whether the ILP is signed or waived

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Goal Setting

Consumer needs to understand that ILP or goals are not set in stone

Important to close a goal for recordkeeping even if not reached – if consumer is not working on a goal then close it

Consumer can always go back to or reset goals

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Goal Setting, contd.

Give consumer feedback on progress of each goal

Meet with consumer on a regular basis to review what both have gotten done

Encourage, empower, and talk through barriers that may require additional goal setting

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Questions & Answers

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Other Uses For Data

Systems Advocacy Marketing Resource Development Strategic Planning

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Systems Advocacy

Gather data of consumers served in areas or number of consumers receiving specific services

Good systems advocacy needs data support

Use data in legislative and community advocacy

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Marketing

Data tells us what we do well and what we do a lot

Tells us who to market to? What underserved areas are within

the organization? Data supports the CIL’s ability to sell

ourselves Helps in recruiting staff

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Resource Development

Show data when fund raising such as number of people served

Important to break down data such as geographic area, age, ethnicity, etc. to support funding request

Data can be helpful when deciding which grants to apply for

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Strategic Planning

Data can show holes or gaps that can be put in long range planning or organizational goals

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Final Q & A, Wrap Up and Evaluation

Final questions & answers Please complete the evaluation –

your feedback is important! Thanks!– https://vovici.com/wsb.dll/s/12291g3f3ca

Shari Coatney: sharic@skilonline.com Lou Ann Kibbee:

louannk@skilonline.com Mary Reynolds: maryr@skilonline.com

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Support for development of this Webcast/teleconference was provided by the U.S. Department of Education, Rehabilitation Services Administration under grant number H132B070002-08. No official endorsement of the Department of Education should be inferred. Permission is granted for duplication of any portion of this PowerPoint presentation, providing that the following credit is given to the project: Developed as part of the CIL-NET, a program of the IL NET, an ILRU/NCIL/APRIL National Training and Technical Assistance Project.